CCS doesn't show available agents

[gnuttisch]

Hi,

I have an CCsupvervison that doesn't show any agents are logged on in the PG.

If the group is empty, and one agent signes in, it changes status from closed to open, but it doesn't show any agent that are signed in so it looks like the PG is open but its dosent have any agents available.

If I check the PG status in the phone, it shows how many users that are signed in.

The agents can pop up in the PG after several minutes and then it have full sync and showing status like Idle, Dialing, ACD ringing and so on.

We have reinstalled the entire sever, rebooted the pbx and reconfigured the ccd but nothing seems to help. We have also updated the software.


Anyone that have any idee?

Regards

[gnuttisch]

When the agent is visible in the ccs pg, once it signing of, the change is immediate. So its only when agent signs on it takes several minutes for the agent to pop up in the ccs pg view. Last time about 9 minutes.

[tot3nkopf]

Direct connection? Connection through server?
How many users? AFE incidents?

[gnuttisch]

I was just going to write that I had solved the issue, thanks anyway tot3enkopf!

I hade used letters in the queue and processing group and that is not recommended in the ccd docs, found that deep in the docs.

copy-past frome the docs,
Some CCD items listed above (pilots, waiting queues, etc.) are specified by a
directory number. On declaring them, only use characters 0 to 9, * and #. Characters
A, B, C and D must not be used even if they are suggested by on-line
help.

[tot3nkopf]

Thanks for sharing this side effect

[OXE_4400]

I am using for ex.: C for queues without any issue for a long time. Restriction exists for monitorable objects like Pilot